Advanced Call Center Workforce Management Training | ICMI
Empowering contact center excellence for 30 years!

Next Level Workforce Management

Delivery Method



Client Site Training
Bring this course to your facility.


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Virtual Classroom
Live, online instructor-led training.

Feb 25-26, 2019
9:30 am-5:30 pm ET


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Virtual Classroom
Live, online instructor-led training.

Apr 11-12, 2019
9:30 am-5:30 pm ET


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Virtual Classroom
Live, online instructor-led training.

Aug 12-13, 2019
9:30 am-5:30 pm ET


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Virtual Classroom
Live, online instructor-led training.

Dec 13-14, 2019
9:30 am-5:30 pm ET


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Want to expand your knowledge of Workforce Management beyond the basics?

ICMI’s Next Level Workforce Management Workforce course looks at moving your skills to the next level by strategically and tactically considering drawing conclusions from trend analysis, special scenarios that make scheduling and forecasting more difficult, the best ways to improve your planning processes, the role of metrics in driving behavior, and effectively partnering and communicating with operations. We will also consider call center scheduling and forecasting for non-phone workload. You don’t need to have been through boot camp to attend this course, but you do need to know more about Workforce Management than just the basics.

Who should attend
  • Workforce Management Analysts
  • Workforce Managers and Directors
  • Graduates of Workforce Management Bootcamp who want to extend their learning

What you will learn
  • Conducting and drawing conclusions from trend analysis
  • How to schedule and forecast a holiday process
  • Handling special situations that cause issues
  • Forecasting and scheduling non-phone workload
  • Better ways to determine time-off allotments
  • Using vacation and schedule bids to improve planning processes
  • Metrics that drive bad behavior and how to avoid them
  • What forecast accuracy is all about and what to do with it.
  • How to measure schedule efficiency
  • Selling the staffing plan
  • Effectively communicating and partnering with operations
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Course Duration: 2 Days

This is a 2 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help.

Course Outline


Gathering WFM issues from participants to incorporate into course topics or handle at the end of the course.

Module 1 Trend Analysis

  • Steps for detecting and analyzing trends
  • Trend analysis tips
  • Trends to look for
  • 6 step process for holiday planning
  • Holiday scheduling policy

Module 2 Planning Processes

  • Shift selection
  • Vacation bidding
  • Determining time-off alotments
  • Time-of requests
  • Ranking of agents
  • Shift differential

Module 3 Special Situations

  • Carryover forecasting
  • 24/7 scheduling
  • Disaster recovery and business continuity
  • Non-phone workloads

Module 4 Performance Measures

  • Schedule efficiency
  • Forecast accuracy

Module 5 Other Processes

  • Effective planning and communication meetings
  • Advanced long-term planning
  • Participant issues that have not been covered